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Traditional Approaches to Time and Customer Care

In: The Psychology of Customer Care

Author

Listed:
  • James J. Lynch

Abstract

All service encounters take place in ‘real time’. But what real time means to the customer can be very different from what it means to the service provider. Therefore, a critical aspect of customer psychology is the adept use of different concepts of time. Many service providers operate solely on the basis of ‘elapsed time’ while customers are using different time concepts.

Suggested Citation

  • James J. Lynch, 1992. "Traditional Approaches to Time and Customer Care," Palgrave Macmillan Books, in: The Psychology of Customer Care, chapter 6, pages 107-120, Palgrave Macmillan.
  • Handle: RePEc:pal:palchp:978-0-230-37532-1_6
    DOI: 10.1057/9780230375321_6
    as

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